Chipotle Mexican Grill — Restaurant in Bend

I love Chipotle. I always have but it seems as if the Bend bad customer service curse has infected the new one here.

We were super stoked to get good food before work today so we waited in the parking lot until they opened and were the first ones in the door.

I ordered my usual 2 crispy tacos (1 pork 1 steak) and 1 soft with pork and a side of rice and beans. My girlfriend is very sick and can only eat certain things so she ordered a kids quesadilla.

We sat down to eat and she finished her disgusting looking lil cutie orange and chocolate milk, rice and beans and i continued to wolf down my tacos and stuff. over 20 minutes later we realized we NEVER got the quesadilla.

I proceeded to politely interrupt a meeting that included 2 managers and quite possibly the franchisee with an apology and my praising of Chipotle and my appreciation of their new presence in Bend.

I told them that my girlfriend didn't get her food and i was met with a blank f* stare from around the table and 1 half assed, "Aww..that sucks"

ARE YOU KIDDING ME!

We were the first ones in the door, 3 people knew we ordered that food item. the K.M, The new guy in training and the girl at the register. HOW CAN YOU FORGET A KIDS QUESADILLA???

The worst part isn't that she didn't get lunch today, it's the fact that all we got was a refund when the quesadilla was just sitting there.

What i would like to know is how in the heck did three people forget about the very first order of the day?

As a customer service trainer i would have stated something like this:

'oh no, i'm terribly sorry, let me refund your order and make you another quesadilla. WHAT ELSE CAN WE DO FOR YOU?' Pretty simple isn't it.

We got a non caring group of managers and our measly 3.75 back while Audrey didn't get her food.

I am not happy at all and also feel that had i been dressed in a suit and NOT covered in tattoos this situation would have been more favorable.

I guess being a motivational speaker, customer service trainer and an avid fan of Dale Carnegie does nothing for me in this town.

Real nice of the managers just to watch us walk out the door unhappy as well.

I have been to dozens of Chipotle around the country and thankfully never had an issue but as soon as one comes to this non-caring, non contributing sorry excuse for a state......

Oh yeah....train your employees...

DO NOT WASTE YOUR TIME. I have lived right next to this chipotle & have been eating here roughly 3 times a week for the last 5 years. I obviously keep coming back because when stocked and prepared, I love this for dinner. With that said, I am officially DONE going to this location. I’ll drive to north location instead of walk down the street to this Chipotle. Bottom line is; whoever is in charge of prep and ordering needs to be fired. There is obviously a larger demand and ration for certain ingredients than the prep/manager has been estimating for. It’s a guarantee that they will be out of 2-4 items after 5pm every single night. DO NOT only bring cash either because they don’t have change for you about 25% of the time. Main items they are out of is dressing & lettuce. They will also frequently be empty on(wait 30 min) chicken, white rice, & veggies. They also never tell you in advance what they are out of. With that as you are ordering they continue to tell you about items they are out of while the consumer then feels guilty ending order halfway, so he/she continues to finish and pay unsatisfied with lack of order. I’m not exaggerating, this is my first review ever & this is the MO of this establishment the last 5 years. I worked in customer service whole life & this business takes the cake on not having main ingredients which is crucial to a “fast food” business. I suggest you save your money, sanity, & time & go...

Today I had terrible service. I opened that restaurant in the beginning. So I know that standard it should hold.. At least when I worked there you made the portions good and always make the customer experience the best you can. Well while they where making the food I ordered it to go and ask for a tortilla on the side for my burrito bowl. As I continue I asked for lettuce on the side then he throws it on my bowl. Then goes and picked it outta my bowl and didn't even get it all out and put the lettuce he had on bowl in a side container to take Togo. When getting to the register they charged me for the tortilla and no where in the store dose it say its extra for a tortilla.. so I asked them to take it off.. he said no and then tried to take my tortilla back to take it off my price... then I asked to speak to a manager and he replied he is the GM. I was dumbfounded that a manager would make my food that way as well as talk to a customer in the manner he did. As an old employee I'd never treat someone the way i was or make the food the way I got mine done. Full attention should be on the customer. An for GM especially. I will not...